Wati.io Product Support Intern: Tech Opportunity

About the Role

The Product Support Intern position at Wati.io offers aspiring professionals in the tech sector a chance to immerse themselves in the operations of a leading WhatsApp-first conversational growth platform. This unpaid internship, lasting 3 to 6 months, focuses on supporting customers for a fast-growing SaaS product, providing hands-on experience in customer support, success, and operations. Ideal for students or recent graduates, the role emphasizes learning through collaboration with seasoned support specialists, handling queries via tickets and live chat, and gaining insights into SaaS workflows.

Key Responsibilities

• Respond to customer inquiries through support tickets and live chat under the supervision of experienced team members.
• Identify and resolve customer issues promptly, ensuring accurate and efficient solutions.
• Document and escalate technical bugs or complex problems to relevant internal teams, such as engineering or product development.
• Adhere to service level agreements (SLAs), including response times and quality benchmarks, while updating knowledge bases and FAQs.
• Assist in testing new product features and replicating issues reported by users to aid in troubleshooting.
• Analyze patterns in recurring support issues and propose enhancements to streamline processes.
• Maintain professional and clear communication with a diverse global customer base.

Requirements

• Strong written and verbal communication skills to effectively interact with customers.
• A customer-centric mindset coupled with a eagerness to learn and adapt in a dynamic environment.
• Basic familiarity with web applications, including browsers, internet basics, and SaaS tools.
• Solid problem-solving abilities and analytical thinking to address support challenges.
• Current enrollment in or recent completion of a degree in any field, with the capacity to thrive in a fast-paced setting.
• Preferably, some exposure to SaaS or B2B products, support platforms like Zendesk or Intercom, or basic technical concepts such as APIs and HTML.

Compensation & Benefits

• Practical exposure to a high-impact SaaS customer support environment, working with real-time global interactions.
• Mentorship from seasoned support professionals to build foundational skills in customer success and operations.
• Certificate of completion upon finishing the internship, along with a recommendation or experience letter.
• Potential pathway to a full-time position, contingent on performance and business needs.
• Opportunities to collaborate with cross-functional teams, including engineering, product, and quality assurance, while learning key metrics like first response time (FRT), average resolution time (ART), and customer satisfaction (CSAT).

How to Apply

Interested candidates can apply directly via the Apply Now button above. Visit the original listing for full application details.